- (Exam Topic 2)
Why should some service requests be fulfilled with no additional approvals?
Correct Answer:
C
- (Exam Topic 4)
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Correct Answer:
B
The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization’s main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization Relationship managers collaborating with service consumers Customers collaborating with each other Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/
- (Exam Topic 2)
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
Correct Answer:
D
- (Exam Topic 3)
Which practice has a strong influence on the user experience and perception of the service provider?
Correct Answer:
C
- (Exam Topic 1)
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
Correct Answer:
D